Inadequacy of connection between customer experience investment and financial benefits. It is very hard to provide direct, causal, linear connections between investment into customer experience management and growth of revenue, reduction in operating cost or improvement of profit margins. To … Continue reading →

Stop designing products. Customers do not want to experience products and they care very little about product’s features and functions. Customers do not buy products, they hire products to do a “job”. Ultimately, you need to learn what is the … Continue reading →

In business and personal life we all face the challenge of making large and small decisions every day. Depending on financial and/or emotional impact of our action, we often start to look for information that would help reduce uncertainties associated … Continue reading →